Technology Incident Manager - Remote - Direct client - JOBID773

Outcome Logix ( A Tech 50 Finalist company 2025 and 2022, by Pittsburgh Technology Council ); United States; On-site; USD 110,000 - 150,000; Full time

Job summary

Outcome Logix is seeking an IT Incident Manager to lead cross‑functional teams in resolving technology events affecting enterprise systems. This role combines proactive incident detection, rapid troubleshooting, and decisive communication with technical and business stakeholders.

You will steer incident recovery across disciplines, run crisis calls, drive post‑mortems, and ensure on‑call coverage. The ideal candidate has ITIL familiarity, 3+ years leading technical initiatives, and a track

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 3+ years leading technical projects or incidents.
• Experience with distributed systems, networks, and mainframes.
• Familiarity with ITIL and incident management principles.
• Certifications in ITIL or incident management preferred.

Responsibilities

• Identify and assess critical incidents and outages.
• Investigate potential technology incidents when detected.
• Lead incident recovery across cross-functional teams.
• Coordinate crisis calls and engage resources.
• Provide timely communications to stakeholders.
• Escalate issues and track progress during remediation.
• Lead post-mortems and document timelines.
• Support continuous improvement for system stability.

Skills

Incident management

Cross-functional leadership

Communication

Vendor coordination

Analytical thinking

Education

Bachelor’s degree (related field)

Tools

ITIL processes

Incident management tools

Job description

The IT Incident Manager leads cross-functional investigative teams to resolve technology events impacting the client’s enterprise systems.

The IT Incident Manager leads cross-functional investigative teams to resolve technology events impacting ’s enterprise systems. This individual contributor role is responsible for monitoring and driving incident resolution efforts, proactively engaging technical support partners upon detection of incidents, facilitating communication among technical and business stakeholders, and ensuring timely and effective recovery. The Incident Manager must quickly assess complex technical environments and actively guide troubleshooting efforts. This position includes on-call and off-hours support on a rotating basis, with a standard shift ranging between 11:00 AM–9:00 PM EST.

Essential Functions

• Identify and assess critical incidents and outages impacting ’s operations.
• Proactively and directly investigate potential technology incidents when detected or observed.
• Lead incident recovery efforts, coordinating cross-functional teams and vendors.
• Engage in independent decision‑making and be confident in making judgment calls when necessary.
• Facilitate technical crisis calls and ensure appropriate resources are engaged.
• Mediate high‑stakes and time‑sensitive triage bridges and chats to effectively and respectfully drive resolution.
• Provide accurate and timely communications to stakeholders and executive leadership.
• Escalate critical issues and manage progress updates throughout troubleshooting and remediation.
• Lead post‑mortem sessions and document incident restoration activities and timelines.
• Identify action items and follow‑up activities needed following incident resolution and share with problem management.
• Ensure recovery documentation is accurate and tested for feasibility.
• Drive continuous improvement initiatives to enhance system stability and client experience.
• Identify gaps in recovery processes and collaborate with monitoring and detection teams.
• Participate in incident management performance reviews and process evaluations.
• Ensure adherence to ITSM processes and define/manage critical success metrics.
• Support production readiness for critical projects, focusing on incident management.

Education

• Bachelor’s degree in a related business or science field, or equivalent work experience.

Work Experience

• 3+ years of experience leading technical projects, incidents, or cross‑functional initiatives.
• Experience managing highly impactful incidents across multiple departments or lines of business.
• Experience with distributed systems, networks, application development, and mainframe environments.
• Familiarity with ITIL processes and incident management principles.

Certifications & Licenses

• Certifications in ITIL, incident management, or related disciplines. (Preferred)